IT Support Specialist

SHINE Technologies; Madison (WI); On-site; USD 34,000 - 39,000; Full time

Job summary

SHINE Technologies in Madison, Wisconsin is seeking an IT Support Specialist to provide advanced technical support to internal customers across Windows, macOS, and Linux.

You will own incidents through resolution, document outcomes, and collaborate with systems, network, and security teams to improve end-user reliability and support processes. The role requires 2–4 years of customer-facing IT support experience and strong communication.

Qualifications

• Minimum 2–4 years in a customer-facing IT support role.
• Strong troubleshooting and analytical skills to resolve complex issues.
• Excellent written and verbal communication.
• Ability to manage multiple priorities independently.

Responsibilities

• Provide advanced troubleshooting for Windows, macOS, and Linux.
• Take ownership of incidents through resolution with clear communication.
• Monitor help desk tickets and perform root cause analysis.
• Collaborate with IT teams on escalated issues and security policies.
• Assist with provisioning, configuration, deployment of end user devices.

Skills

Troubleshooting

Analytical thinking

Communication

Documentation

Independent work

Customer service

Tools

Microsoft 365

Active Directory

Azure Active Directory

MDM/Intune

Help desk software

Remote support tools

Job description

Description SHINE Technologies is seeking an IT Support Specialist to provide advanced technical support to internal customers and serves as the primary point of contact for end user technology issues. This role is responsible for diagnosing and resolving complex hardware, software, and operating system issues across multiple platforms. The IT Support Specialist takes ownership of incidents through resolution, identifies root causes of recurring issues, and collaborates with other IT teams to improve end user technology, reliability, and support processes.

Description SHINE Technologies is seeking an IT Support Specialist to provide advanced technical support to internal customers and serves as the primary point of contact for end user technology issues. This role is responsible for diagnosing and resolving complex hardware, software, and operating system issues across multiple platforms. The IT Support Specialist takes ownership of incidents through resolution, identifies root causes of recurring issues, and collaborates with other IT teams to improve end user technology, reliability, and support processes.

The base salary range for this position is $25.00 - $28.00 per hour plus a comprehensive compensation package. Our salary ranges are determined by role, level, and location.

Duties And Responsibilities Of The IT Support Specialist

Technical Support and Troubleshooting

• Provide advanced troubleshooting and support for Windows, macOS, and Linux operating systems.
• Diagnose and resolve hardware, operating system, application, and connectivity issues.
• Provide in-person and remote support for end users as needed.
• Take ownership of incidents through resolution, including clear documentation and end user communication.

Incident Management and Documentation

• Monitor, manage, and resolve help desk tickets according to priority and service level objectives.
• Perform root cause analysis on recurring incidents and recommend long-term solutions.
• Maintain accurate asset inventory and configuration documentation.
• Contribute to knowledge base articles, troubleshooting guides, and support documentation.

Systems Support and Collaboration

• Assist with provisioning, configuration, deployment, and support of end user devices.
• Support system upgrades, software deployments, and new technology initiatives.
• Collaborate with systems, network, and security teams on escalated issues.
• Adhere to and promote information security policies, standards, and best practices.

Requirements

• Minimum 2-4 years of experience in a customer-facing IT support role.
• Strong troubleshooting and analytical skills with the ability to resolve complex technical issues.
• Excellent interpersonal and communication skills, both written and verbal.
• Demonstrated ability to work independently and manage multiple priorities.
• Strong experience supporting Windows 10/11 operating systems, with basic to intermediate experience supporting Linux, including command-line navigation and log review.
• Proficiency with Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
• Experience with remote support tools and help desk ticketing systems.
• Highly organized and detail-oriented.

Preferred Requirements

• Experience supporting or administering Active Directory and Azure Active Directory.
• Working knowledge of Microsoft Intune or other MDM solutions.
• Understanding of network fundamentals (DNS, DHCP, TCP/IP, VPN).
• Experience supporting mobile devices (iOS and Android).
• Familiarity with ITIL processes and incident/problem management.
• Experience creating technical documentation and knowledge base articles.
• Technical certifications such as CompTIA A+, Network+, or Microsoft certifications.

Working Conditions And Physical Effort

• Ability to use a computer, telephone and standard office equipment.
• Ability to comply with safety and security requirements, including access-controlled areas.
• Exposure to standard office noise and lighting conditions.
• Work environment involves some exposure to hazards or physical risks, which require following basic safety precautions.
• Moderate physical activity. Requires handling of average weight objects up to 40 pounds or standing and/or walking for more than four (4) hours per day.

Eligibility for employment is conditioned on the applicant’s ability to qualify for access to information subject to U.S. Export Controls. Additionally, applicant’s eligibility may be conditioned based upon meeting the Nuclear Regulatory Commission requirements for access to Safeguards Information, which typically requires a pre-employment drug screen, fingerprinting and criminal background check.

SHINE values diversity in all its forms as a critical component of innovation, which is fundamental to our success. Every member of the SHINE community benefits from the talents and experiences of our peers, from the mutual respect we exercise, and from the responsibility we take for our actions.

SHINE Technologies, LLC maintains affirmative action plans for individuals with disabilities and protected veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Pay Transparency Policy

Employee Rights Under the NLRA

Equal Opportunity Employment

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